Tier 2 Help Desk Analyst
About The Position
Provide advanced technical support for workstation issues, including diagnosis, remediation, application installation/configuration/removal, and performance analysis/tuning. Respond to escalated tickets from Tier 1 and provide timely and effective resolution. Perform deskside support, remote support, and on-site support at customer locations. Image and re-image workstations. Escalate complex issues to the eBusiness team as needed and consult with manufacturers for specialized support. Manage mobile devices, including provisioning, resetting, and remote wiping. Provide printer support, including setup, toner/parts replacement, queue setup, and diagnosis/remediation. Perform root cause analysis for recurring issues. Manage Active Directory accounts and permissions. Provide support for email, meeting rooms, video teleconferencing, moves, and large data moves. Maintain accurate documentation of all incidents and requests. Adhere to all security policies and procedures. Diagnosis and remediation of hardware and software issues, password resets, application installation/configuration/removal, performance tuning. Providing support for email, meeting rooms, video teleconferencing, moves, and large data moves
Requirements
- Bachelor's degree Education Equivalency: Associate's degree and 3 years of experience or High School Diploma and 7 years of experience.
- Minimum 1 year of professional experience.
- Ability to obtain a Public Trust Clearance
- CompTIA A+ and Network+ certifications
- ITIL v4 Foundation certification.
Responsibilities
- Provide advanced technical support for workstation issues, including diagnosis, remediation, application installation/configuration/removal, and performance analysis/tuning.
- Respond to escalated tickets from Tier 1 and provide timely and effective resolution.
- Perform deskside support, remote support, and on-site support at customer locations.
- Image and re-image workstations.
- Escalate complex issues to the eBusiness team as needed and consult with manufacturers for specialized support.
- Manage mobile devices, including provisioning, resetting, and remote wiping.
- Provide printer support, including setup, toner/parts replacement, queue setup, and diagnosis/remediation.
- Perform root cause analysis for recurring issues.
- Manage Active Directory accounts and permissions.
- Provide support for email, meeting rooms, video teleconferencing, moves, and large data moves.
- Maintain accurate documentation of all incidents and requests.
- Adhere to all security policies and procedures.
- Diagnosis and remediation of hardware and software issues, password resets, application installation/configuration/removal, performance tuning.
- Providing support for email, meeting rooms, video teleconferencing, moves, and large data moves
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
